COMPLETE CUSTOMER SATISFACTION The TOMRA Sorting service organization offers a variety of Preventive Maintenance Agreements (PMAs) tailored to your needs, keeping your sorting equipment performing at optimal levels. Minimize your risk of expensive downtime during the production season and avoid the high cost of emergency service visits. CUSTOMER SERVICE TOMRA Care experts provide customer support in case of breakdowns causing production stops or interruption due to a defective machine. Whether by telephone or a remote connection, quick and reliable access to TOMRA service engineers often helps to avoid serious production losses. In some cases, an onsite intervention may be required. Our extensive experience enables us to support your local service crew or, if necessary, to entirely carry out jobs which require deeper understanding and detailed knowledge. You can select the option that best fits your needs. TOMRA (24/7) phone support During office hours, we have a technical team stand-by for interventions over the phone. For more extensive support outside the normal office hours (6pm - 8am), we offer a 24/7 service. Please contact your local office for more information. Connection with direct feedback Keep your downtime to a minimum and connect through the internet. We can connect to your system remotely in order to diagnose and remedy the problem. One of our service engineers will help you to find a solution to your problem. TOMRA on-site Some problems cannot be solved over the phone or remotely. In these cases, we will send a Field Service Engineer to your location. Response time will depend on your location. Contact us for more information about this service.
LEARN & PRACTICE TOMRA understands that you want to get the most out of your investment, including the improvement of your know-how of the chosen equipment. We offer high-level training courses tailored to meet individual needs. The goal? To ensure customers have the knowledge needed to run their machine and maximize profit. Training programs can be varied and are offered for the main product lines at two different levels: Basic training If you have new employees in your organization, it is critical they are trained to safely operate your machines. For them, and all other employees who might benefit, we offer basic trainings to get them started on and learn how to operate your TOMRA machines. Professional training Keep your competitive advantage by training your machine operators to a higher level and make your sorting machine as efficient as possible. For this purpose we offer a professional training from an official TOMRA trainer.
PARTS SOLUTIONS TOMRA machines are among the best and most reliable in the industry. But even then, normal wear and tear require replacement of parts during production. Reliable supply of spare part packages are key to unproblematic and profitable operation of industrial goods. In urgent cases, we deliver parts to customers as quickly as possible. But also a reliable supply of spare parts on hand is key to ensure a problem-free and profitable production line. TOMRA only guarantees top performance of original TOMRA parts, which are meticulously checked by our engineers prior to operation. TOMRA Care parts package options offer flexible solutions at the best possible price. Parts on demand We keep an extensive supply of spare parts in stock, for all TOMRA machines. If your machine breaks down, we are ready to ship the necessary parts as soon as possible to your site. Parts on-site All machines require maintenance at some point. This can concern replacing worn out parts or renewing consumables in your machines like tube lights, belts, lasers, etc. Having these parts in your warehouse will dramatically decrease installation time since you don t have to wait for parts to arrive. Parts repair For some parts, repairing them means less costs than replacing the parts. You send us your defective parts and we will replace them immediately with refurbished parts.
EXPERT SUPPORT Keeping your TOMRA machine at peak performance level is our highest priority. TOMRA Care offers a system of preventive visits that aim to keep your machines at the highest performance level at all times. The work is carried out on-site and implies a high level check-up, maintenance and optimization executed by a TOMRA machine expert, up to 12 times a year. Whether your preference is to have complete flexibility, or a more structured approach, customers can select from 3 levels (basic - plus - premium) suiting your needs. On demand With on demand service we bring your machine back to peak performance. Please contact your local TOMRA office to schedule a service visit and start optimizing your machines today.
INSTALLATION START-UP TESTING TRAINING PREVENTIVE MAINTENANCE (PM) VISIT PM-KIT SOFTWARE UPDATE REMOTE CONTROL NEW EQUIPMENT CONTROL YOUR OPERATIONS BASIC GLOBAL TOMRA CARE PREMIUM PEACE OF MIND PLUS OPTIMIZE YOUR OPERATIONS EXTENDED WARRANTY SOFTWARE UPDATE ADDITIONAL TRAINING PARTS SUPPLY SCHEMES PM-VISIT PM-KIT 24/7 REMOTE CONTROL EXTENDED TRAINING APPLICATION SUPPORT EXTENDED TRAINING APPLICATION SUPPORT PM-VISIT PM-KIT SOFTWARE UPDATE 24/7 REMOTE CONTROL
PREVENTIVE MAINTENANCE AGREEMENTS DELIVERABLES DESCRIPTION FEATURES AND BENEFITS BASIC PLUS PREMIUM LEARN & PRACTICE Improve operator knowledge Training academy with predefined program, staff gap analysis, content & dates. On-site customized training Training Knowledge improvement 15% discount on training sessions Email and phone support during regular office hours (8am-6pm) Tel/Email support office hours Advice & solutions Remote connection Remote support Remote support In case emergency visits are required, TOMRA Care customers have priority Emergency on-site (normal hours) VIC priority (Very Important Customer) CUSTOMER SERVICE Phone support outside regular office hours Only sold with a new machine First year = regular warranty 2nd/3rd year = specific selected parts (no wear parts) Routine checks during seasonal production 24/7, 365 telephone support Extended warranty Seasonal support 24/7, 365 tel support Optimizing your sorter to a maximum performance Seasonal support Offer OEM parts with factory warranty Low cost of COO, decrease cost of warranty cases Refurb parts* Cost efficiency RP PARTS SOLUTIONS Maximizing uptime by replacing parts before they wear out Ability to send out parts (week days till 10pm weekend & public holidays 8am-4pm) TOMRA recommendation for parts on stock to maximize uptime PM-kits (comes with discount) Parts shipping support Parts management PM-kits to increase uptime & performance Parts shipping support 24/7 Production uptime Checklists to be filled out by FSE s and provided to customer Goal: create consistency across borders - reference for customer Manufacturer checklist Checklist delivers transparancy on performed job Secure the safe usage and operation of the sorter Part of the checklist validation Safety machine check Safety first Software X.Y.Z -> update = Y.Z Software updates Sorting performance Application engineer trained on this application providing support to customers Application support Operation improvement EXPERT SUPPORT Optimizing sorting efficiency based on industry standardized tests (pre- and post-pm validation) Feature enhancements, improve performance Customers with agreement get special service rates for service visits Performance validation Software upgrades Special rates/ follow-up visits Performance maximization Software upgrades Extra discount : optional * If available Please contact your local office for available service agreements
CONTACT INFO For all service related questions, including the order of spare parts, you can contact the service department at: HEADQUARTERS EMEA (only to be contacted if your local office cannot be reached) TOMRA Sorting Solutions - Benelux Address: Research Park Haasrode 1622 Romeinse straat, 20 3001 Leuven BELGIUM Tel: +32 (0) 16 396 386 Fax: +32 (0) 16 396 390 TSS-Service.BE@tomra.com France Telephone*: +33 4 67 56 39 66 TSS-info-france@tomra.com Spain Telephone*: +34 972 154 373 TSS-Service.ES@tomra.com Italy Telephone*: +39 0521 681082 TSS-Service.IT@tomra.com Turkey Telephone*: +90 216 526 33 37 TSS-Service.TR@tomra.com South Africa Telephone*: +27 11 010 0300 TSS-Service.RSA@tomra.com Local Field Service Engineers Spain Greece Slovakia Hungary Poland United Kingdom Telephone*: +44 20 7692 4996 TSS-ServiceFood-UK@tomra.com *Telephone assistance outside normal office hours (6pm - 8am): +32 (0) 16 396 386 HEADQUARTERS WORLDWIDE USA Telephone: +1 916 388 3980 TSS-Service.US@tomra.com India Telephone: +91 988 6163 635 TSS-service.IND@tomra.com Japan Telephone: +81 48 711 3135 TSS-service.JP@tomra.com China Telephone: +86 400 888 2470 TSS-service.CN@tomra.com www.tomra.com/food/tomra-care